Mr Big Wins Casino - Player’s account has been suspended after delayed withdrawals.

I'm so upset about this. I finally thought i find a good casino to play with long term. I won alot here and then I find out withdrawals were once a week but I stuck with them.

My last 2 withdrawals were delayed but live chat always tried to help. Today to my surprise i find out my account is suspended. Live chat also blocked now. They sent me an email saying "In accordance with Section 6.3 of our terms and conditions, which states

that misuse of the website or its software may result in the closure

and/or blocking of an account pending resolution, we are currently

reviewing this matter thoroughly. Please rest assured that we take these

matters seriously and aim to handle them with transparency and fairness."

This is 100 percent not accurate it's just because I have a large balance I think they making excuses now. I want my withdrawal money then they can do what they want with my account.

Dear Elena1233,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced with your account at the casino.

To help us investigate your issue thoroughly, could you please provide the following details:

• The exact dates and amounts of your last two withdrawal attempts.
• Any specific reasons provided by the casino for the delays in processing these withdrawals.
• Screenshots or copies of the email correspondence you have received from the casino, particularly the one citing Section 6.3 of their terms and conditions.
• Details about any communication you have had with the casino's live chat support regarding the suspension of your account.
• Any additional evidence or documentation that supports your claim of a large balance and your attempts to withdraw funds.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

If you have any relevant communications or additional documents, please forward them to petronela.k@casino.guru.

Theyve contacted me again to say it's now permanently closed and won't give me the details why. Attached evidence.

The exact dates and amounts of your last two withdrawal attempts

:

Withdrawal made 29th May was meant to take 1 week but didn't get it until 10th June after begging live chat to help.

Another withdrawal 10th June was meant to be professed 12th June but they said there were delays and this is when they've now blocked my account.

Any specific reasons provided by the casino for the delays in processing these withdrawals:

They said they were delayed due to high withdrawal requests but have now said as my account is blocked they won't be processing at all. They keep saying because of fraudulent activity but doesn't tell me any details. I haven't done anything wrong they just don't want to pay out.

Screenshots or copies of the email correspondence you have received from the casino, particularly the one citing Section 6.3 of their terms and conditions.

Attached

Details about any communication you have had with the casino's live chat support regarding the suspension of your account.

Attached

Any additional evidence or documentation that supports your claim of a large balance and your attempts to withdraw funds

attached

More communication with them today..

Screenshot from the player:

Hi Elena1233,

• Let me confirm, were you accused of creating multiple accounts with this casino?
• Before we proceed to contact the casino for supporting evidence, could you please clarify if there’s a chance that someone else in your family or neighborhood may have created an account from the same IP address or device as yours, or possibly used your email address?
• Additionally, were your winnings accumulated while using an active bonus?
• Lastly, has your account been verified in the past?

Thank you.

I was not accused of making multiple accounts they said it was a security issue but didn't give details when I asked and the last communication they sent ( I sent you a copy of this today by email) even said "While we acknowledge that you may not personally be responsible for these actions" they still blocking the account.

No one has access to my account. Theyve openly admitted its not even my fault. I had no active bonuses and made MANY withdrawals before. I was only allowed allowed make one withdrawal a week so I started withdrawing around 12 times before they blocked my account. My account was verified from the start.

Thank you.

Thank you very much, Elena1233, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Elena1233,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Mr Big Wins Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Mr Big Wins Casino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Elena1233,

Thank you for your messages. I wanted to inform you that I have been contacted by the casino representative outside of this thread. They are currently reviewing your case, and I will keep you updated with any developments and conclusions.

Thank you for your continued patience.

Thank you so much hopefully this can get resolved

Hi has there been any update at all since the casino last got in touch?

Dear Elena1233,

I wanted to provide an update regarding your case. At this moment, your case is still under review, and I'm waiting for a response from the casino representative regarding some additional questions that have arisen.

In the meantime, I would like to revisit a query from my colleague Petronela about the potential for a link between your account and another casino account. Could you please clarify if there is any chance that someone else in your family or neighborhood might have created an account using the same IP address or device as yours? Additionally, is it possible that your email address was used by someone else to create an account?

No one else would have used the site with my device or IP address . Also my email was not used by anyone else I also never received no emails to say my email was being used neither.

Hello is there an update on this it has now been over a month since they've withheld my money. Thanks

Dear Elena1233,

I wanted to provide you with an update on your case. We are actively communicating with the casino's representative via email to resolve the situation. At this stage, there is a suspicion that multiple accounts may have been created at the casino. Unfortunately, I cannot share the specifics of the ongoing investigation at this moment.

I have requested the casino to provide undeniable evidence to substantiate their claims, and I am currently awaiting their response. I understand your frustration and assure you that I will try my best to help you receive your winnings if they were obtained rightfully.

I want to stress that your concerns are being taken seriously. We are committed to a transparent and fair process, and I will ensure you are updated promptly with any new information.

Thank you for your continued patience and understanding. If you have any questions or need further clarification, please do not hesitate to reach out.

Ok thanks so much. I 100 percent guarantee I have not made any multiple accounts so I really hope they understand their error in this and let me get my funds Thanks again and I look forward to the update!!

Dear Elena1233,

The casino unfortunately failed to provide requested evidence and answers within the given timeframe. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Kubo